At ING we are looking for Product Expert Chat AI/GenAI

Your role and work environment:

We are looking for a talented and enthusiastic Product Expert Chat AI/GenAI to join our Virtual Witten Assistant Squad Team of Remote

The responsibility of this team is to have the Virtual Written Assistant brag about while we have a lot of fun! and our way of working is through Agile methodologies.

Your key responsibilities:

• You will provide a broad knowledge on chat AI/GenAI communication, channels covered by it, services and processes. With special care for sales, efficiency and customer satisfaction.
• You will design and present the new processes and customer journeys, having in mind requirements, sales objectives and needs of communication in a written view
• You put yourself in customers' shoes, assess the wishes and needs of customers ( internal and external) and anticipate on this, and focus continuously on improving the journeys we are offering.
• You are responsible for improving the experience and service with an end-to-end mindset, for the day-to-day performance, for building reliable business operations and services.
• You will be responsible for defining the vision of your squads, what needs to be achieved, and what are the priorities to meet the goals defined.
• You Own and prioritize the features and roadmap delivery for the scrum team by:
• Defining features into detailed user Stories: Design, prioritize, accurately estimate and then deliver user story development on time.
• Updating the Product Backlog Daily: with business, data, technical needs on daily basis.
• Performing Analysis on backlog or other tooling analysis to enable optimal decision making.
• Defining Performance indicators to assess the product value and progress.
• Be the central point of contact regarding the Product Backlog: Work closely with data analysts, labelers and other internal teams for on-time delivery of relevant features.
• Answer daily questions from the Squads and communicate progress or escalate risks/ dependencies to intern teams.
• Leading the Agile Way of Working ceremonies related to Sprint Planning and attending other Agile ceremonies.
• You own the backlog of your squad and as such decide on priority. You do this by maximizing business and customer value through ordering and prioritizing.
• You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies.

What are we looking for?

Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply!

• Have proven experience in AI /Gen AI (Virtual assistant in chat channel)
• Be able to think in strategic terms, linking current events, business strategy and a long-term vision.
• Have strong analytical skills and take decisions based on data and facts.
• Have strong problem analysis and judgement skills (recognize key information, problem identification, research, various methods of analysis, establishment of connections, etc.)
• Amazing communication skills (both, in English and Spanish) to present and challenge your strategy to stakeholders and users
• Be a team player, stimulate cross-border interaction and alignment between people, Tribes, Squads, Chapters.
• Be curious, passionate about innovation and stay on top of trends for customer communication channels
• Are creative and a pro-active out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment.
• You give and ask for constructive feedback.

What do we offer?

The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.

Check out what is waiting for you!

Be flexible my friend.

Our model is all about flexibility and accountability. Keeping both our customers and our colleagues needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing.

Restaurant card.

So that thinking about what to have for lunch doesn’t take up your time or your cravings.

Our house will be your home.

In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!

Health insurance.

For you and all your family (spouse/partner and children).

Life insurance.

We help you protect what matters most to you.

Flexible remuneration.

In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…

Free company shuttle.

It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.

Banking benefits.

Special loans with more beneficial conditions.

Special mortgage conditions after 6 months working at the bank.

And you can benefit from our pension plan after 1 month with us!

More vitality and more belonging

360º care of the employee (physical, mental, social connection & purpose).

Physiotherapy service on site.

Runners club with your own trainer.

Clinics with professional, world-class athletes.

Gympass service.

Employee Networks: Rainbow Lions (LGBTQI+) & Leonas.

Get to know Us

We are a team of more than 1600 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.

We are proud to have a diverse team and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you!